Cancel Synapse: Step-by-Step Guide

How to cancel Synapse and reclaim your money in singapore

Understanding Synapse and why cancellation matters

Synapse is not a single service. Behind that one name sit multiple independent platforms, each charging separately, each with different cancellation rules. This fragmentation is exactly why thousands of Singapore consumers end up paying for services they no longer use.

You may be subscribed to Synaps (the CAD and design collaboration tool), Synapse Mental Wellbeing (therapy and counselling), or Synapse AI (the productivity app). Each one operates independently. If you cancel one, the others keep charging you. This is a critical point: cancelling one Synapse product does NOT stop all your charges.

At Tocancel, we help Singapore consumers navigate this confusion every week. Understanding which Synapse product you actually pay for is the first step toward taking back control of your subscriptions.

The three main Synapse products and how they charge

Synaps is a cloud-based design collaboration platform. It uses monthly or annual subscription billing, charges directly to your payment method, and does not offer refunds on prepaid terms once the billing cycle begins.

Synapse Mental Wellbeing connects you with licensed therapists and counsellors. It charges per session or as a prepaid package. If you cancel a prepaid package before using all sessions, you may receive a partial refund, but cancellations within 24 hours of an appointment incur a full session charge.

Synapse AI and Synapse+ are mobile and web productivity apps sold through the Apple App Store or Google Play Store. These are subject to app store refund policies, not Synapse's own terms. You have 14 days to request a refund through your app store, not directly through Synapse.

The key takeaway: identify which Synapse product you pay for, because each one cancels differently and offers different refund protection.

Why this confusion costs you money

Many Singapore consumers make one cancellation request and assume all charges stop. They don't. Synapse's billing systems keep each product separate intentionally. If you subscribed to both Synaps and Synapse AI, you must cancel both independently or you will continue to be charged for whichever product you did not cancel.

The second cost driver is time. The longer you delay cancelling, the more billing cycles complete and the more money exits your account. If your cancellation date is the 15th of the month but you don't act until the 28th, you may have already been charged for the next month. Some Synapse services bill in advance, meaning your next charge may already have posted to your bank account by the time you request cancellation.

Act now, clarify which products you subscribe to, and cancel all of them in one go to stop the bleeding.

Your consumer rights under singapore law

Singapore's Consumer Protection (Fair Trading) Act (CPFTA) and the Competition and Consumer Commission of Singapore (CCCS) protect you in specific ways when you cancel a service like Synapse.

What the consumer protection (Fair trading) act protects you for

The CPFTA protects you from misleading representations, unfair contract terms, and hidden charges. If Synapse failed to disclose its cancellation policy clearly at the point of sale, charged you without your informed consent, or locked you into a contract with unreasonable exit fees, you have grounds to lodge a complaint with the CCCS.

However, if you simply changed your mind after purchasing a service you understood and agreed to, the CPFTA does not automatically entitle you to a refund. Consumer protection laws protect you from deception and unfair terms, not from your own change of mind.

Your legal position: You can always cancel. Your refund entitlement depends on whether Synapse breached the law or your contract, not on how you feel about the purchase.

Your cancellation rights at a glance

You have the unconditional right to stop using any Synapse service at any time. However, your refund entitlement is limited:

• For app store purchases (Synapse AI, Synapse+): You have 14 days to request a refund through the app store itself. Contact Apple or Google, not Synapse.
• For direct subscriptions (Synaps, Synapse Mental Wellbeing): Most charges are non-refundable once the billing cycle begins. You lose the unused portion of prepaid fees.
• For prepaid packages with Synapse Mental Wellbeing: You may receive a partial refund if you cancel before using all sessions, but late cancellations (within 24 hours of an appointment) incur a full session charge.

The CCCS enforces consumer protection in Singapore. If Synapse refuses to honor your cancellation request or blocks your account after you cancel, escalate your complaint to the CCCS for investigation.

How to cancel synaps (the design platform)

Synaps is the CAD and design collaboration tool. If you subscribed to a paid account, follow these steps to cancel your subscription.

Step-by-step cancellation for synaps

1. Sign in to your Synaps account.
   • Go to the Synaps login page and enter your email and password.
   • If you have forgotten your password, click "Forgot Password" and follow the email reset link.
2. Navigate to your account settings.
   • Click the profile icon or menu button in the top right corner of the dashboard.
   • Select "Account Settings" or "Billing and Subscription".
3. Locate your subscription and select "Cancel Subscription".
   • You will see your current plan, renewal date, and billing amount.
   • Click the cancel button next to your active subscription.
4. Confirm your cancellation.
   • Synaps will ask you to confirm the cancellation and may offer a discount to retain you. You are not obligated to accept.
   • Click "Confirm Cancellation" to proceed.
5. Verify the cancellation.
   • Check your email for a cancellation confirmation message from Synaps.
   • Save this email as proof of your cancellation request.
6. Contact Synaps support if you encounter any issues.
   • If the cancellation button is missing or you cannot access settings, email [email protected] with your account email and request immediate cancellation.
   • Provide your full name, account email, and the date you requested cancellation.

Your account will remain accessible until the end of your current billing period. After that date, your subscription ends and no further charges will apply.

What happens after you cancel synaps

You will retain read-only access to your design files for 30 days after cancellation. You cannot edit or upload new files, but you can download your work. After 30 days, Synaps may delete your files if your account is inactive. Download everything you need before that window closes.

Your next billing charge will not occur. If you were charged for a month you did not use, contact Tocancel for guidance on how to request a refund from Synaps or escalate to the CCCS if Synaps refuses.

How to cancel Synapse mental wellbeing

Synapse Mental Wellbeing is the therapy and counselling platform. Cancellation depends on whether you are on a pay-per-session plan or a prepaid package.

Step-by-step cancellation for Synapse mental wellbeing

1. Log in to your Synapse Mental Wellbeing account.
   • Visit the Synapse Mental Wellbeing login page and enter your credentials.
2. Go to "My Subscriptions" or "Billing".
   • Click on your profile or account menu.
   • Select "My Sessions", "Subscriptions", or "Billing History".
3. Check your appointment schedule and cancellation deadline.
   • View your upcoming appointments and the cancellation policy for each.
   • Note that cancellations within 24 hours of an appointment incur a full session charge.
4. Select "Cancel Subscription" or "Stop Appointments".
   • If you are on a prepaid package, you will see your remaining sessions and the refund you are entitled to receive.
   • Confirm the cancellation.
5. Confirm your cancellation in writing.
   • If you have upcoming appointments, cancel each one individually through the app or website before your subscription ends.
   • Email [email protected] with your account email, full name, and cancellation request to create a record.
6. Request a refund if applicable.
   • If you had a prepaid package with unused sessions, ask Synapse Mental Wellbeing to process a refund to your original payment method.
   • Allow 5-7 business days for the refund to appear in your account.

The critical rule: cancel any upcoming appointments at least 24 hours in advance. A cancellation made within 24 hours of your appointment will charge you the full session fee, even if your subscription is cancelled.

How to cancel Synapse AI or synapse+

Synapse AI and Synapse+ are mobile and web productivity apps distributed through the Apple App Store and Google Play Store. You do not cancel directly through Synapse. Instead, you use your app store's built-in refund and subscription management tools.

Step-by-step cancellation for app store purchases

1. For iPhone or iPad (Apple App Store):
   • Open the Settings app on your device.
   • Tap your name at the top, then select "Subscriptions".
   • Find Synapse AI or Synapse+ and tap it.
   • Tap "Cancel Subscription" and confirm.
   • Your subscription ends at the current renewal date. You will not be charged again.
2. For Android (Google Play Store):
   • Open the Google Play Store app.
   • Tap your profile icon in the top right corner.
   • Select "Manage Subscriptions".
   • Find Synapse AI or Synapse+ and tap it.
   • Tap "Cancel Subscription" and confirm the cancellation.
3. Request a refund if you are within 14 days of purchase.
   • If you purchased Synapse AI or Synapse+ in the last 14 days, you can request a refund through the same subscription settings menu.
   • Select the app, then choose "Request Refund" or "Get Refund".
   • Provide a reason for your refund request and submit.
4. Verify cancellation via email.
   • Apple and Google will send you a confirmation email when you cancel.
   • Save this email as proof of your cancellation request.

If the app store denies your refund request, contact Tocancel for guidance on how to escalate your complaint to the app store or the CCCS. App store refund policies are strict, but the CCCS can investigate if you believe the app store or Synapse acted unfairly.

Synapse pricing and what you should know before cancelling

Understanding what you pay helps you decide whether cancellation makes sense. Here is a breakdown of typical Synapse pricing in Singapore.

If you are paying $29 or more each month for Synaps and no longer use it, cancelling saves you at least $348 per year. If you hold an annual subscription, you lose the unused portion if you cancel mid-term, but you stop all future charges. The sooner you cancel, the sooner you stop the financial drain.

Common mistakes to avoid when cancelling Synapse

Cancelling feels straightforward, but one small error can leave you paying for months longer than expected. Here are the traps to sidestep.

Mistake one: assuming one cancellation stops all charges

You may use two or three Synapse products at once. Cancelling Synaps does not cancel Synapse AI. Cancelling your therapy appointments does not cancel your design platform subscription. You must cancel each product separately, or you will continue to be charged for whichever ones you missed.

Before you cancel anything, log into your bank or credit card statement and identify every Synapse charge. Match each one to a product. Then cancel all of them in sequence. Do not assume one cancellation covers everything.

Mistake two: cancelling in the middle of a billing cycle and losing your money

If you pay monthly on the 10th and you cancel on the 25th, you have already been charged for that month. Your cancellation will only stop the next charge. You have lost the unused portion of what you already paid.

To minimize loss, cancel on the day you are charged or the day before. If you paid for annual service, cancelling mid-year means you lose the entire unused portion. Check your billing date before you cancel and time your request accordingly.

Mistake three: not saving your cancellation confirmation

Synapse may "lose" your cancellation request, or a billing error may occur and charge you again. Without proof that you cancelled, disputing the charge becomes harder. Always save the cancellation confirmation email and take a screenshot of the confirmation page. Store these in a folder labeled "Synapse Cancellation" on your computer.

Mistake four: missing the 24-hour cancellation window for Synapse mental wellbeing

If you cancel a therapy appointment less than 24 hours before the scheduled time, you will be charged the full session fee. This is a trap many people walk into. If you want to end your subscription, cancel all upcoming appointments at least one day in advance, then cancel the subscription itself.

Mistake five: not requesting a refund on app store purchases within 14 days

The Apple App Store and Google Play Store offer a 14-day refund window from the date of purchase. After 14 days, refunds are at the discretion of the app store and Synapse. If you purchased Synapse AI or Synapse+ and regret it, request a refund immediately through your app store. Do not delay.

Cancelling is hard enough without self-inflicted errors. Take your time, verify each step, and save every confirmation. Tocancel's job is to help you avoid these pitfalls entirely.

After you cancel: what to do next

Cancellation is not the end of your responsibility. Follow these steps to ensure you stay cancelled and protect yourself if a charge reappears.

Verify your cancellation

Check your email for a cancellation confirmation from Synapse within 24 hours. If you do not receive one, log back into your account and verify that your subscription is marked as "Cancelled" or "Inactive". If you still see an active subscription, the cancellation did not go through. Contact Synapse support immediately.

Monitor your bank account

Check your credit card or bank statement weekly for the next 30 days. Look for any charges from Synapse, Synaps, or the app stores related to these services. If a charge appears after you cancelled, report it immediately to your bank and to Tocancel. Do not assume it was a mistake. Disputed charges are easier to reverse if you act within 60 days.

Request a refund if you are owed one

If you cancelled Synapse Mental Wellbeing with unused sessions, email the support team and request a refund of the unused portion. Provide your cancellation confirmation email and a breakdown of sessions used versus sessions purchased. Follow up after 7 days if you do not hear back. If Synapse refuses, escalate to the CCCS with proof of your purchase and cancellation request.

Update your passwords

If you no longer use Synapse products, change your password to a random string and remove any saved payment methods from your account. This prevents accidental reactivation or unauthorized access if your login credentials are compromised.

Consumer rights and how to escalate if Synapse refuses to cooperate

Synapse may refuse to cancel your account, claim they never received your cancellation request, or charge you again after you cancelled. Here is how you enforce your rights through Singapore's consumer protection system.

Your legal position and what the CCCS can do

Under Singapore's Consumer Protection (Fair Trading) Act, you have the right to cancel any subscription service. If Synapse fails to honor your cancellation request within a reasonable time, blocks your account, or continues to charge you, the company is in breach of consumer law.

The Competition and Consumer Commission of Singapore (CCCS) investigates complaints against businesses that breach consumer protection laws. The CCCS can compel Synapse to issue a refund, remove charges from your account, and pay compensation for the inconvenience and financial loss you suffered.

How to file a complaint with the CCCS

1. Gather your evidence.
   • Collect all cancellation confirmation emails, screenshots of your cancellation request, and bank statements showing charges.
   • Write down the dates you attempted to cancel and the amounts Synapse charged you after cancellation.
2. Visit the CCCS website and complete the complaint form.
   • Go to www.cccs.gov.sg and select "File a Complaint".
   • Provide Synapse's company name, your account details, and a clear description of what went wrong.
   • Attach your evidence.
3. Submit your complaint.
   • The CCCS will review your complaint and contact Synapse for a response.
   • You will receive updates on the status of your complaint via email.
4. Cooperate with the CCCS investigation.
   • If the CCCS asks for additional information, respond promptly.
   • The CCCS may mediate between you and Synapse or launch a formal investigation.

Filing a CCCS complaint is free and does not require a lawyer. The CCCS takes action on behalf of Singapore consumers. If Synapse has breached the law, the CCCS will force the company to remedy the breach.

When to involve your bank or payment provider

If Synapse refuses to stop charging you and the CCCS investigation is slow, contact your bank or credit card issuer. Ask them to dispute the charges on your behalf. Provide them with your cancellation confirmation email and proof of your refund request. Your bank can reverse the charges and open a dispute case against Synapse. This is a faster way to recover your money in the short term while the CCCS investigates.

Your bank has a responsibility to protect you from unauthorized or fraudulent charges. A charge you cancelled is unauthorized. Make this clear to your bank and they will act.

Comparison table: which Synapse product should you cancel?

If you subscribe to multiple Synapse products, this table will help you decide which ones to cancel based on your use and cost.

Prioritize cancelling the products you never use. If you have not opened Synapse AI in three months, that is a clear candidate for cancellation. If you use Synaps daily, keep it. Be honest about which ones add value to your life and which ones are just financial leaks.

A final summary and your next steps

Synapse products exist under one brand but operate independently. To stop all charges, you must identify and cancel each product separately. Your rights under Singapore's Consumer Protection (Fair Trading) Act protect you from unfair terms and misleading charges, and the CCCS will enforce those rights if Synapse refuses to cooperate.

Here is what you do today:

1. Check your bank statement and identify every Synapse charge.
2. Log into each Synapse account and verify which products you pay for.
3. Cancel all of them in sequence using the steps outlined above.
4. Save every confirmation email.
5. Monitor your account for 30 days to ensure no charges reappear.
6. If Synapse charges you after cancellation, file a complaint with the CCCS or dispute the charge with your bank.

Cancelling a subscription is your right. Do not let confusion, confusing interfaces, or customer service delays stop you from exercising that right. Tocancel has helped thousands of Singapore consumers cancel services they no longer need. You are not alone in this, and you are entitled to full control over what you pay for. Take action today, and your next billing statement will thank you.

Contact details and further support

If you need help cancelling any Synapse product, contact Tocancel for free guidance. We will walk you through the cancellation process step by step and help you pursue a refund if Synapse refuses to cooperate. Visit tocancel.com to start your cancellation or escalate your complaint to the CCCS with our support.

For complaints about Synapse, you can also contact the CCCS directly at www.cccs.gov.sg or call 1800-7227-227.